GCG Automation and Factory Solutions is seeking an experienced Customer Service Manager to lead and transform our Rochester Hills customer support. In this role, you'll manage a team of 6-8 professionals handling B2B quote processing, order fulfillment, and supplier relationships. This is a key leadership position focused on rebuilding team dynamics, implementing efficient processes, and strengthening cross-functional partnerships, particularly with our sales organization.

What You'll Do

• Build and mentor our customer support team through effective training, goal setting, and performance management
• Uphold standard operating procedures to maintain efficient quote processing, order management, and customer reporting efficiency
• Drive continuous improvement through KPI tracking and metrics-based decision making
• Ensure effective, efficient utilization of ERP systems to support order entry accuracy
• Manage escalated customer situations to ensure positive resolution
• Partner with sales teams to optimize workflow and enhance customer experience
• Create and maintain documentation for departmental processes and best practices

What You'll Bring

• Bachelor's degree in Business Administration or related field
• 3-5 years of experience in B2B customer service management or related business operations
• Proven track record of team leadership and performance improvement
• Strong proficiency with ERP/CRM systems and Microsoft Office Suite
• Excellent written and verbal communication skills
• Experience in metrics-driven process improvement
• Demonstrated ability to handle complex customer relationships

What Sets You Apart

• Experience in implementing or optimizing customer service processes
• Background in team transformation and culture building
• Strong analytical skills with a focus on operational efficiency
• History of successful cross-functional collaboration

Work Environment & Schedule

• Full-time, exempt position
• Standard office environment
• Hours: Monday-Friday, 8:00 AM to 5:00 PM
• Initial 6-12 month period requires in-office presence, with potential flexibility thereafter
• Professional office setting with moderate noise level

What We Offer

• Competitive salary commensurate with experience
• Comprehensive benefits package including health, dental, and vision insurance
• 401(k) with employer contribution
• PTO and paid holidays
• Collaborative work environment with a focus on innovation and growth

About GCG

At GCG, our mission is to power, connect, and automate our world.  With the responsive DNA of a startup and the size of a global leader, we offer top brands and extensive value-added services that make us an invaluable partner to our customers in multiple industry verticals across the globe.  We are committed to meeting the needs of our customers, while focusing attention on our responsibility to the environment, our associates and the communities we serve.

GCG is an equal opportunity employer.  We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

These duties and responsibilities listed above are judged to be "essential functions" in terms of the Americans With Disabilities Act, or ADA. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Furthermore, the above statements are intended to describe the general nature and level of work being performed by a person in this position. They are not to be construed as an exhaustive list of all duties that may be performed by such a person.

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